Sprout Social Error Messages

Failed due to a bug in Facebook’s API Unknown Twitter error Google+ message failed Facebook: (#100) Invalid targeting: only one of ‘regions’ and ‘cities’ can be specified. Error 687 Why are privacy settings preventing me from commenting on a Facebook Post with video? One or more of the uploaded media is too large Your Twitter message could not be sent due to content that was rejected by Twitter Your Twitter message could not be sent due to rate limits Twitter is over capacity. The text of your Tweet is too long. You can’t send the same reply twice. Your Twitter message could not be sent due to an invalid or expired token. Twitter has notified us that your account has been suspended. Why Do Posts And Comments For Some Users Appear on Facebook But Not Sprout Social? This user’s Privacy Settings prevent replying outside of Facebook.com The Facebook Post has either been deleted or is no longer visible outside of Facebook.com Images Do Not Appear in Facebook Private Messages Facebook App Privacy Settings Facebook is Preventing me From Responding to A Private Message The user hasn’t authorized the application to perform this action or The Application Is Not Authorized The user must be an administrator of the page in order to impersonate it Facebook blocking content or marking link as spam, the URL you supplied is invalid Application not authorized Facebook admins

Failed due to a bug in Facebook’s API

We do make multiple attempts to deliver the content, but if you’ve received this message it means we’ve ultimately been unsuccessful.

If you tend to send the same type of message (i.e. always using a link, a photo, or a keyword), or you tend to send at the same time every day and to a lot of profiles at the same time, Facebook may identify that repeated activity and begin to limit those types of posts.

We recommend varying your content and the timing of your posts so that these don’t appear to be automated. That should help with content posting more reliably.

Otherwise, Facebook does experience hiccups from time to time, so try copying the content of the post and try re-sending immediately.

Unknown Twitter error

Error Message:

We’re sorry for the inconvenience, but your tweet: [Tweet Content], sent from your profile: [Profile Name], did not post due to an unknown Twitter error. This was sent under the group: [Group Name].

When you’ve tried sending your tweets, we’ve been warned by Twitter that “This request looks like it might be automated. To protect our users from spam and other malicious activity, we can’t complete this action right now. Please try again later.”

Twitter is cutting back on people sending the same messages or types of messages too frequently from their accounts. Even if you tried sending the posts onTwitter.comit won’t work because they are sensing that your messages are too similar. We recommend changing the wording of your posts or start posting about different topics in order to let the tweets go through.

Google+ message failed

Error message:

We’re sorry for the inconvenience, but your Google+ post for the account

[Account Name] (Group: [Group Name]) failed:

[Message Content]

This message could have failed for one of the following reasons:- The message was targeted to one or more circles that were no longer valid at the time at which the message was sent. – The message included a URL that was no longer valid at the time at which

the message was sent.

If you see this Google+ error message, please contact support@sproutsocial.com, and we can allow you to reauthorize your Google+ page.

Facebook: (#100) Invalid targeting: only one of ‘regions’ and ‘cities’ can be specified.

On the evening of September 24, 2013, we discovered that Facebook had changed part of their API last night without warning. Our engineers immediately deployed a workaround to help Facebook posts go out despite this Facebook bug and the problem was fixed at 9:45PM central time on September 24. We were not warned that Facebook would be changing anything on its end. If you are still receiving the error message about posts not going through please email support@sproutsocial.com and we will be happy to look into this further!

Error 687

If you have received an “Error 687” message in the Scheduling section, this means that you have maxed out your scheduler. You will not be able to schedule any more messages until some of your posts go out or until you delete some of your currently scheduled content. This is to prevent spamming from Sprout Social.

Why are privacy settings preventing me from commenting on a Facebook Post with video?

Q. I received an error message, “This user’s privacy settings prevent replying to posts with video outside of Facebook.com.” Why can’t I comment on this user’s post?

A. This user has disabled third-party data access to videos in their Facebook privacy settings. This setting prevents third-party platforms, including Sprout Social, from viewing or replying to posts with videos. For more information on these privacy settings,click here…

Q. Is there anything I can do?

A. Sprout Social makes responding on Facebook.com convenient. Within the error message, Sprout Social provides a link to the post on Facebook.com. Click this link and a new window will open into your Facebook page. Once you have posted your comment, you can close the Facebook window and return to Sprout Social.

One or more of the uploaded media is too large

It appears that Twitter has flagged some of your uploaded content for being too large. Please visit this article in Twitter’sResource Centerto find out about uploaded media restrictions.

Your Twitter message could not be sent due to content that was rejected by Twitter

Twitter has been much stricter lately on links sent in tweets. Unfortunately, we don’t know of a way yet of fixing that on our end since the message rejections are coming from Twitter’s. You might want to check theirhelp center article about this to see if your links can be white listed.

Your Twitter message could not be sent due to rate limits

Twitter has rejected one or more of your tweets due to over-use. There are limits in place that prevent spamming activity. Please refer to this page in Twitter’sresource centerto find out more about the limitations placed on Twitter users.

Twitter is over capacity.

We are unable to post your message at this time due to issues with the Twitter service. These issues are typically resolved in a timely fashion. Please check Twitter.com in a few moments. Thank you!

It appears that Twitter has deemed that your tweet is longer than 140 characters, possibly due to any added spaces or links not being measured correctly. If you have received this error message, please contact support@sproutsocial.com or select “submit a request” above. Let our support team know your Sprout Social email address, the message you tried to send, which Twitter profile this pertained to, and whether you sent the message from the website or from a mobile app. Thank you!

You can’t send the same reply twice.

Twitter does not allow you to post the same message more than once in a 24 hour period. If you are scheduling or sending posts, make sure that your recurring posts are only sent once per day. You can edit the messages so that you can send a post more than once per day as long as the text isn’t the exact same each time.

Twitter also only lets you post a reply once per user. If you try to reply to a tweet more than once to the same person with the same message, Twitter will not allow us to deliver that reply more than once.

You can’t send the same reply twice.

Twitter does not allow you to post the same message more than once in a 24 hour period. If you are scheduling or sending posts, make sure that your recurring posts are only sent once per day. You can edit the messages so that you can send a post more than once per day as long as the text isn’t the exact same each time.

Twitter also only lets you post a reply once per user. If you try to reply to a tweet more than once to the same person with the same message, Twitter will not allow us to deliver that reply more than once.

Twitter has notified us that your account has been suspended.

It appears that Twitter has suspended your account for reasons unknown to us. Please email support@twitter.com for more information or visit this link in Twitter’sResource Center

Why Do Posts And Comments For Some Users Appear on Facebook But Not Sprout Social?

Q. Why do posts and comments appear for some users appear on Facebook but not Sprout Social?

A. If a Facebook user turns off access to third party platforms, you will not be able to view their posts or comments outside of Facebook.com. This Facebook security setting prevents Facebook from sharing any data with external platforms.

Q. What can I do? Is there any way around this?

A. Due to Facebook’s privacy settings, the only way to view and reply to these posts is on Facebook.com.

This user’s Privacy Settings prevent replying outside of Facebook.com

Q: Why can’t I send a Private Message to this user from Sprout Social?

A. This user has disabled third party data access in their Facebook privacy settings. This setting prevents third party systems, including Sprout Social, from sending them private or public messages. This Facebook security setting was designed to prevent Facebook from sharing any data with external platforms.

Q. Is there anything I can do?

A. Sprout Social makes responding on Facebook.com convenient. Within the error message, Sprout Social provides a link to the message on Facebook.com. Click this link and a new window will open into your Facebook Inbox. Once you have sent your Private Message, you can close the Facebook window and return to Sprout Social.

The Facebook Post has either been deleted or is no longer visible outside of Facebook.com

There are a few possible reasons you received this error message:

1. The user who made the post has removed the message from Facebook. You are attempting to comment on a post that no longer exists.

2. A page moderator has removed the post from Facebook. You are attempting to comment on a post that no longer exists.

3. The user has updated their Facebook Privacy settings in a way that prevents third party systems from interacting with their data. This change would have occurred after Sprout Social collected the original post. Now as you are responding to the post from Social Social, the privacy setting is blocking you from doing so.

Images Do Not Appear in Facebook Private Messages

Q. Why do I see “This Private Message can only be viewed on Facebook.com” in my Sprout Social Inbox?

A. Facebook does not send rich media in Private Messages to Sprout Social or any other third party application. For example, when a user sends you a Private Message with only a picture, you will see “This Private Message can only be viewed on Facebook.com” in your Sprout Inbox, as shown below:

Additionally, when a user sends a photo with a text caption in a Private Message, only the text will be visible in Sprout Social.

Q. What can I do?

A. Sprout Social provides a link within the message to Facebook.com. As long as you have permissions to the the Facebook page, your Facebook inbox will open in a new window. A modal will inform you of the required permissions. Once you have viewed the image, you may close Facebook and return to Sprout Social.

Q. Is this situation limited to Private Messages?

A. Yes. You may view any photos posted to your wall through a link provided in Sprout Inbox, as shown below:

Facebook App Privacy Settings

Facebook’s privacy settings allow users to deny or limit access to third party platforms. When a Facebook user has turned off access to third party platforms, you will not be able to contact them outside of Facebook.com. If a user selected content not be shared with third party platforms, for example, photos or videos, they will not appear in Sprout. You will have to reply to them within Facebook.com. In these cases, Sprout will provide you with a link to the content in Facebook.com so that you can conveniently reply.

Q. How does this work? Can you show me?

A. The options to deny or limit third party access are in the app settings. To view them, do the following:

3. In ‘App Settings’, look for ‘Apps You Use’. Click ‘Edit’. There you will find the ‘Turn Off Platform’ button, which controls whether Facebook sends information to third party platforms or apps, such as Sprout Social. Additionally, there is a description of this setting and how it changes the user’s Facebook experience.

4. Users can also limit access based on content type. In ‘App Settings’ look for the ‘Apps others use’ section. Click ‘Edit’ A list of content will appear with checkboxes. Users can deselect content they do not want to share with third party providers. If a user has de-selected content, you may have to reply to them within Facebook.com.

Facebook is Preventing me From Responding to A Private Message

Q. I received an error I don’t understand and I can’t send a Private Message. Why won’t Sprout Social let me send my Private Message?

A. These are not Sprout errors but instead are received directly from Facebook. Facebook is preventing you from sending a Private Message for one of two reasons:

1. When this error message is returned, “(#368) The action attempted has been deemed abusive or is otherwise disallowed”, Facebook has blocked the content you are posting. This may occur when you send a large number of similar private messages.

2. Facebook is currently unable to accept your message due to technical difficulties. Please attempt your message again in five minutes.

The user hasn’t authorized the application to perform this action or The Application Is Not Authorized

When you receive this error message, it is most likely because you edited or removed one of the permissions that we require in order to post your content to your Facebook page. In order to correct this, please log in to your Facebook page and go to this link: https://www.facebook.com/settings?tab=applications

Find Sprout Social in the list of applications and expand it so that you can view the current permissions allowed. Please verify that your application settings contain all of the following permissions, as seen in the screen shot below. If any of those have been removed or edited, we may not be able to perform all of the actions that you would like to use on your Facebook page.

The user must be an administrator of the page in order to impersonate it

This error most likely occurs when the Facebook administrator who connected the page to Sprout Social has been removed as an admin by the Facebook page owner. When this occurs, we no longer have access to post to the Sprout Social page. A current Facebook admin must use the prompt behind the red triangle at the top of the Sprout Social page to reconnect the page in Sprout. If you do not see a red triangle or if you are unsure of who connected the page originally, please contact support@sproutsocial.com.

NOTE: In order to reconnect a Facebook page, you must be a Sprout Social admin or account owner as well as a Facebook admin (CONTENT CREATOR or MANAGER).

Marking content or marking link as spam, the URL you supplied is invalid

Unfortunately, if enough people mark a post as spam or block a post from their News Feed, and that post contains a link like the one you’ve sent, Facebook will block third party applications from sending posts containing that link or anything similar. In order to get around this limitation, you can post the message to Facebook directly since Sprout will no longer be able to send the message once the restriction is imposed by Facebook. Or you can try unshortening the link in the Compose box in Sprout Social.

For more on Facebook’s reasoning, please see this blog post that they’ve provided: http://on.fb.me/VoluCh

Note: This is the same reasoning behind the error message #368 that we receive from Facebook: the action attempted has been deemed abusive or is otherwise disallowed.

Application not authorized

You have most likely received this error because you have connected a Facebook application to Sprout Social instead of a fan page. When you try to post messages to a Facebook application, you will receive this error because we are unable to deliver that content. At this time, Sprout Social is only allowed to post messages to Facebook fan pages. If you have any questions about the Facebook profile that you have connected, please contact support@sproutsocial.com so that we can provide the URL of the Facebook profile that you have connected.

Facebook admins

Error: A Facebook admin on this page has changed the password to this Page.

When a Page’s password is changed, Facebook requires Sprout Social to reverify your status as a Facebook Admin of the page. Please take the following steps to reconnect your Facebook page(s).

If you are BOTH and admin on the Facebook page(s) in question AND a Sprout Social admin or account owner, click on the link that was pasted in the email that you received regarding the message failure. If you navigate back to Sprout and you do not see a red triangle at the top of the page, your page is most likely reconnected and future messages will be delivered correctly.

Copy the message in the email and reschedule it in Sprout Social to ensure it is delivered to your page as intended.

Please ensure all Facebook admins to your Page are aware that your page will come disconnected from Sprout when anyone changes the password.

Scheduled messages will not go out until this reconnection is established. If you try reconnecting your page with the link in the email and still find that your posts will not go through, please contact support@sproutsocial.com so that we can inform you of any administrative changes that may need to take place to reconnect the page.

NOTE: You can only reconnect a page if you are a CONTENT CREATOR or MANAGER on the Facebook page in question.

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